Level 1 Application Support Analyst – Workday, Zip

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Receive, log, categorize, and prioritize incidents and service requests via the designated IT service management platform.

• Provide initial troubleshooting for issues related to login, access, navigation, and basic application functionality.

• Assist users in navigating Workday self-service tasks, Zip purchasing requests, approval processes, and status inquiries.

• Troubleshoot browser and session-related issues, coordinating with the identity support team for SSO or MFA incidents.

• Fulfill standard service requests within the scope of assigned permissions and approved procedures.

• Gather error messages, screenshots, reproduction steps, and assess business impact prior to escalating unresolved issues.

• Direct configuration, integration, data, and advanced functional issues to Level 2 support, application administrators, or business process owners.

• Maintain ticket ownership and provide timely updates to users until resolution is achieved.

• Adhere to service level agreements, escalation protocols, and incident management practices.

• Create and maintain knowledge articles while identifying recurring issues or opportunities for self-service enhancements.

• Manage employee, supplier, and financial information in compliance with security and confidentiality standards.

⛳️ Requirements

• 2–3 years of experience in a service desk, technical support, or application support capacity.

• Experience in supporting enterprise applications and resolving common web application issues.

• Familiarity with ticketing systems such as ServiceNow, Jira Service Management, or similar platforms.

• Basic understanding of incident management, request fulfillment, prioritization, and escalation processes.

• Customer service-oriented mindset, structured troubleshooting abilities, and keen attention to detail.

• Capability to follow documented procedures and collaborate effectively with technical and business teams.

• Resilience, emotional intelligence, and a focus on agile delivery practices.

• Understanding of the distinctions between coding and engineering.

• Proficient oral English skills.

• Proficient Spanish skills.

• Strong written and verbal communication skills in English.

• Hands-on experience with Workday or Zip is preferred.

• Familiarity with cloud-native technologies or AI coding assistants is a plus.

🏝️ Benefits

• Remote work arrangement based on specific project requirements.

• Opportunities for continuous learning and professional advancement.

• Exposure to complex engineering challenges and global delivery centers.

• Collaboration with international teams.

• Participation in world-class, high-impact projects.